Customer Experience Specialist

Customer Experience Specialist - NASCO Industries
3 NE 21st St, Washington, IN 47501, USA

Job Description
Posted Monday, May 4, 2026 at 4:00 AM

As a Customer Experience Specialist, you will be responsible for delivering a best‑in‑class, customer‑centric experience with every customer interaction across every channel. You will be providing quotes, processing orders, and answering customer questions.

The ideal candidate will demonstrate a positive, empathetic, and professional demeanor toward all customers and colleagues and be able to deliver a best‑in‑class, customer‑centric experience with every customer interaction across every channel (calls, emails, chats, texts).

Essential Job Functions:

Deliver a best-in-class, customer-centric experience with every customer interaction across every channel (calls, emails, chat, text).

Communicate clearly and professionally in both verbal and written formats.

Demonstrate a positive, empathetic, and professional demeanor toward all customers and colleagues.

Maintain ownership of all incidents through full resolution, ensuring a one-touch experience whenever possible.

Accurately process, orders, general inquiries, and other requests using ERP and CRM systems. Perform daily invoicing.

Follow all established workflows and work instructions to ensure consistency and compliance.

Meet or exceed Customer Experience performance metrics, including response time, quality, and order accuracy.

Partner with Sales, Supply Chain, Production, and Quality to resolve customer inquiries and deliver seamless service.

Communicate clearly and professionally with internal teams to ensure customer needs are met in full and on time.

Escalate complex or unresolved cases promptly to the or Manager for support.

Demonstrate a command of product and industry knowledge when assisting with questions, providing guidance and choices to our customers.

Understand and effectively use applicable technology as required by the business, including ERP, Spiro, Microsoft Outlook, Excel, Word, and Sharepoint.

Up-sell and cross-sell products, offering alternatives to customers when appropriate.

Accurately process RMA requests, credits, replacements and warranty claims in NetSuite and CRM systems according to company policy.

Validate claim details, including original order, shipment, and inspection records to ensure complete and accurate resolution.

Non-Essential Job Functions:

Other duties as assigned

Training: On the job

Qualifications
Education & Certification: High school diploma or equivalent through Associate’s Degree or higher preferred, but not required.

Experience: 1‑3+ year(s) customer service experience preferred, Intermediate or higher skill level in Microsoft Outlook, Excel, and Word, Experience in business software – ERP, order entry software, CRM.

Some key competencies for this position include:

Performs well in fast-paced, high-pressure environments; adaptable and tech-savvy

Strong communicator and problem-solver with excellent listening skills

Organized, detail-oriented, and effective at managing time

Reliable, team-oriented, coachable, and customer-focused

This position requires long periods of sitting or standing at an individual workstation and heavy computer work.

Working Conditions: Daily work in a temperature-controlled office environment, heavy computer work, must be able to stand/sit for the duration of the workday.

EEO Statement
National Safety Apparel provides equal employment opportunities for all persons regardless of race, color, religion, sex, national origin, handicap, disability, ancestry, age, veteran status, marital status, sexual orientation or any other protected group status as defined by law.

Benefits Offered

Medical

HSA Plan

Voluntary Dental

Voluntary Vision

Employer-Paid Short-Term disability

Voluntary Long-Term Disability

Employer paid Life and AD&D Insurance

Voluntary Life and AD&D Insurance

Voluntary Accident Insurance

Voluntary Critical Illness Insurance

Voluntary Identity theft protection insurance

Voluntary Legal insurance

Retirement savings program

Company Paid Holidays

Employee Assistance Program - Provides guidance for personal issues that affect your life

#J-18808-Ljbffr